Tangiers Casino - Player's account was blocked.

Hi,

I've been waiting the necessary time frame for my withdrawal. When it came to the last day they'd say it'd take, instead of processing the withdrawal, they disabled my account. The withdrawal was for $2000. I had bonuses enabled, but had met the wagering requirements. I suspect this is due to my wife creating an account under my name, which she quickly resolved by creating another one under her name. I'm unsure why they've disabled my account without first speaking with me, especially while a withdrawal was in process. It does seem suspicious.

I'm a consistent customer with tangier, but this is my first withdrawal request

Dear Bobby12356,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you accumulated your winnings with an active bonus? Were you the first one to create an account at this casino?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

My account was the first account created. My wife then created an account without telling me using my details. I found out and told her this wasn't allowed. She then created one under her name. Although these other accounts were created, my account was the only one where money had been deposited to my knowledge.

Kind regards,

Kaleb H***

Thank you for your reply, Bobby12356. Could you please advise if your wife claimed any bonuses on both of those accounts?

Also, did you pass the verification before your account was blocked?

Hi,

I've had a talk with my wife. She's told me she had claimed the free no deposit bonuses, but that was all. Which I think that was free spins but nothing more.

Also my account was verified before the account was blocked

Bobby12356, could you clarify which bonus you used to accumulate your winnings? If possible, please post here a link to the bonus you redeemed.

I had used the free spins bonus when I first started on the casino awhile back. The bonus I used to accumulate the $2000 was a 100% deposit bonus for $55 if I remember correctly. From that $55 they added the extra $55, which I then wagered close to $5000 to get to $2000. Which met the wagering requirements

Thank you very much Bobby12356 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Bobby12356,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Tangiers Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Bobby12356,

I gave the casino a nudge on Skype. There should be a response soon. Let's wait for a few more days.

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Tangiers Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Tangiers Casino may block regular or tournament play and/or prize distribution.

Kind regards,

Tangiers Casino

Thank you Tangiers Casino team for your reply. Could you please send evidence supporting your claims to my email address (peter.m@casino.guru) or on Skype?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Bobby12356,

Unfortunately, it seems that the casino stopped responding entirely. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to respond, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter